Case Study: Market Street Veterinary Clinic

How this veterinary practice focused on client engagement and staff satisfaction to increase revenue by $225,331.

Problem

Dr. Dorian and his staff at Market Street Veterinary Clinic had tried all of the client communication software solutions out there. Unfortunately, none of them seemed to make a material impact on their business. The practice was doing well but after digging into the key business metrics Dr. Dorian knew his no show rate was too high, not enough clients were coming back in, and his staff were overworked and stressed out.

Solution

Market Street Veterinary Clinic implemented the full PetDesk Solution – apps, email, text, appointment reminders, health service reminders, and the rest. By taking a mobile first approach Dr. Dorian was able to reach many more clients and better retain them over a two year period. The easy to use system also lightened the workload for his staff and they were able to devote more time to clients in the office, delinquent clients, and tasks that grew the practice.

Results

Dr. Dorian saw immediate results in the decrease of no shows and increase in appointments. Clients also embraced the app and after a year more than 1,000 clients had downloaded the app and were requesting appointments without creating more phone calls for the staff. The practice was able to generate over $200,000 in increased revenue and saw improvement in all areas – especially staff and customer happiness.

Market Street Veterinary Clinic

Market Street Veterinary Clinic is a full service animal hospital founded by Dr. Dorian in Downtown San Diego. They have a staff of three full time veterinarians, three technicians, and two receptionists who provide services for over 7,000 active clients and 10,000 pets.

Dr. Raffy Dorian, DVM and Owner“Over the past year we’ve seen no show rates fall from 11% to under 3%. PetDesk has paid for itself 10 times over and more.”

No-Show Rate

The percent of appointments missed by clients in a 12 month period.

11

Before

3

After

857

Appointments

Recovered Clients

The percent of active clients not seen in 18+ months who came back in for an appointment.

20

Before

81

After

681

Appointments

Digital Appointment Requests

The percent of total appointments that were requested through mobile and the web versus phone.

1

Before

13

After

140

Staff Hours

Auto Confirmations

The percent of total appointments confirmed through app, email, or text without a phone call.

6

Before

57

After

425

Staff Hours

Increased Annual Revenue

The total increase in annual revenue that can be attributed to the PetDesk platform.

Pet Care Providers

Pet Parents

Company

Mission

To improve pet health by helping pet parents stay current and pet care providers stay connected. We support local pet care businesses, conscientious pet parents, and all of those amazing animal companions.